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# -*- coding: utf-8 -*-
##############################################################################
#
# OpenERP, Open Source Management Solution
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# Copyright (C) 2004-2010 Tiny SPRL (<http://tiny.be>).
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#
# This program is free software: you can redistribute it and/or modify
# it under the terms of the GNU Affero General Public License as
# published by the Free Software Foundation, either version 3 of the
# License, or (at your option) any later version.
#
# This program is distributed in the hope that it will be useful,
# but WITHOUT ANY WARRANTY; without even the implied warranty of
# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
# GNU Affero General Public License for more details.
#
# You should have received a copy of the GNU Affero General Public License
# along with this program. If not, see <http://www.gnu.org/licenses/>.
#
##############################################################################
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from crm import crm
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from osv import fields , osv
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import time
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import binascii
import tools
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from tools . translate import _
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CRM_HELPDESK_STATES = (
crm . AVAILABLE_STATES [ 2 ] [ 0 ] , # Cancelled
crm . AVAILABLE_STATES [ 3 ] [ 0 ] , # Done
crm . AVAILABLE_STATES [ 4 ] [ 0 ] , # Pending
)
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class crm_helpdesk ( crm . crm_case , osv . osv ) :
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""" Helpdesk Cases """
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_name = " crm.helpdesk "
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_description = " Helpdesk "
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_order = " id desc "
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_inherit = [ ' mailgate.thread ' ]
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_columns = {
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' id ' : fields . integer ( ' ID ' , readonly = True ) ,
' name ' : fields . char ( ' Name ' , size = 128 , required = True ) ,
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' active ' : fields . boolean ( ' Active ' , required = False ) ,
' date_action_last ' : fields . datetime ( ' Last Action ' , readonly = 1 ) ,
' date_action_next ' : fields . datetime ( ' Next Action ' , readonly = 1 ) ,
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' description ' : fields . text ( ' Description ' ) ,
' create_date ' : fields . datetime ( ' Creation Date ' , readonly = True ) ,
' write_date ' : fields . datetime ( ' Update Date ' , readonly = True ) ,
' date_deadline ' : fields . date ( ' Deadline ' ) ,
' user_id ' : fields . many2one ( ' res.users ' , ' Responsible ' ) ,
' section_id ' : fields . many2one ( ' crm.case.section ' , ' Sales Team ' , \
select = True , help = ' Sales team to which Case belongs to. \
Define Responsible user and Email account for mail gateway . ' ),
' company_id ' : fields . many2one ( ' res.company ' , ' Company ' ) ,
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' date_closed ' : fields . datetime ( ' Closed ' , readonly = True ) ,
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' partner_id ' : fields . many2one ( ' res.partner ' , ' Partner ' ) ,
' partner_address_id ' : fields . many2one ( ' res.partner.address ' , ' Partner Contact ' , \
domain = " [( ' partner_id ' , ' = ' ,partner_id)] " ) ,
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' email_cc ' : fields . text ( ' Watchers Emails ' , size = 252 , help = " These email addresses will be added to the CC field of all inbound and outbound emails for this record before being sent. Separate multiple email addresses with a comma " ) ,
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' email_from ' : fields . char ( ' Email ' , size = 128 , help = " These people will receive email. " ) ,
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' date ' : fields . datetime ( ' Date ' ) ,
' ref ' : fields . reference ( ' Reference ' , selection = crm . _links_get , size = 128 ) ,
' ref2 ' : fields . reference ( ' Reference 2 ' , selection = crm . _links_get , size = 128 ) ,
' canal_id ' : fields . many2one ( ' res.partner.canal ' , ' Channel ' , \
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help = " The channels represent the different communication \
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modes available with the customer . " ),
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' planned_revenue ' : fields . float ( ' Planned Revenue ' ) ,
' planned_cost ' : fields . float ( ' Planned Costs ' ) ,
' priority ' : fields . selection ( crm . AVAILABLE_PRIORITIES , ' Priority ' ) ,
' probability ' : fields . float ( ' Probability ( % ) ' ) ,
' categ_id ' : fields . many2one ( ' crm.case.categ ' , ' Category ' , \
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domain = " [( ' section_id ' , ' = ' ,section_id), \
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( ' object_id.model ' , ' = ' , ' crm.helpdesk ' ) ] " ),
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' duration ' : fields . float ( ' Duration ' , states = { ' done ' : [ ( ' readonly ' , True ) ] } ) ,
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' state ' : fields . selection ( crm . AVAILABLE_STATES , ' State ' , size = 16 , readonly = True ,
help = ' The state is set to \' Draft \' , when a case is created. \
\nIf the case is in progress the state is set to \' Open \' . \
\nWhen the case is over , the state is set to \' Done \' . \
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\nIf the case needs to be reviewed then the state is set to \' Pending \' . ' ) ,
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' message_ids ' : fields . one2many ( ' mailgate.message ' , ' res_id ' , ' Messages ' , domain = [ ( ' model ' , ' = ' , _name ) ] ) ,
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}
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_defaults = {
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' active ' : lambda * a : 1 ,
' user_id ' : crm . crm_case . _get_default_user ,
' partner_id ' : crm . crm_case . _get_default_partner ,
' partner_address_id ' : crm . crm_case . _get_default_partner_address ,
' email_from ' : crm . crm_case . _get_default_email ,
' state ' : lambda * a : ' draft ' ,
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' date ' : lambda * a : time . strftime ( ' % Y- % m- %d % H: % M: % S ' ) ,
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' section_id ' : crm . crm_case . _get_section ,
' company_id ' : lambda s , cr , uid , c : s . pool . get ( ' res.company ' ) . _company_default_get ( cr , uid , ' crm.helpdesk ' , context = c ) ,
' priority ' : lambda * a : crm . AVAILABLE_PRIORITIES [ 2 ] [ 0 ] ,
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}
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def message_new ( self , cr , uid , msg , context = None ) :
"""
Automatically calls when new email message arrives
@param self : The object pointer
@param cr : the current row , from the database cursor ,
@param uid : the current user ’ s ID for security checks
"""
mailgate_pool = self . pool . get ( ' email.server.tools ' )
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subject = msg . get ( ' subject ' ) or _ ( " No Subject " )
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body = msg . get ( ' body ' )
msg_from = msg . get ( ' from ' )
priority = msg . get ( ' priority ' )
vals = {
' name ' : subject ,
' email_from ' : msg_from ,
' email_cc ' : msg . get ( ' cc ' ) ,
' description ' : body ,
' user_id ' : False ,
}
if msg . get ( ' priority ' , False ) :
vals [ ' priority ' ] = priority
res = mailgate_pool . get_partner ( cr , uid , msg . get ( ' from ' ) or msg . get_unixfrom ( ) )
if res :
vals . update ( res )
res = self . create ( cr , uid , vals , context )
attachents = msg . get ( ' attachments ' , [ ] )
for attactment in attachents or [ ] :
data_attach = {
' name ' : attactment ,
' datas ' : binascii . b2a_base64 ( str ( attachents . get ( attactment ) ) ) ,
' datas_fname ' : attactment ,
' description ' : ' Mail attachment ' ,
' res_model ' : self . _name ,
' res_id ' : res ,
}
self . pool . get ( ' ir.attachment ' ) . create ( cr , uid , data_attach )
return res
def message_update ( self , cr , uid , ids , vals = { } , msg = " " , default_act = ' pending ' , context = None ) :
"""
@param self : The object pointer
@param cr : the current row , from the database cursor ,
@param uid : the current user ’ s ID for security checks ,
@param ids : List of update mail ’ s IDs
"""
if isinstance ( ids , ( str , int , long ) ) :
ids = [ ids ]
if msg . get ( ' priority ' ) in dict ( crm . AVAILABLE_PRIORITIES ) :
vals [ ' priority ' ] = msg . get ( ' priority ' )
maps = {
' cost ' : ' planned_cost ' ,
' revenue ' : ' planned_revenue ' ,
' probability ' : ' probability '
}
vls = { }
for line in msg [ ' body ' ] . split ( ' \n ' ) :
line = line . strip ( )
res = tools . misc . command_re . match ( line )
if res and maps . get ( res . group ( 1 ) . lower ( ) ) :
key = maps . get ( res . group ( 1 ) . lower ( ) )
vls [ key ] = res . group ( 2 ) . lower ( )
vals . update ( vls )
# Unfortunately the API is based on lists
# but we want to update the state based on the
# previous state, so we have to loop:
for case in self . browse ( cr , uid , ids , context = context ) :
values = dict ( vals )
if case . state in CRM_HELPDESK_STATES :
values . update ( state = crm . AVAILABLE_STATES [ 1 ] [ 0 ] ) #re-open
res = self . write ( cr , uid , [ case . id ] , values , context = context )
return res
def msg_send ( self , cr , uid , id , * args , * * argv ) :
""" Send The Message
@param self : The object pointer
@param cr : the current row , from the database cursor ,
@param uid : the current user ’ s ID for security checks ,
@param ids : List of email ’ s IDs
@param * args : Return Tuple Value
@param * * args : Return Dictionary of Keyword Value
"""
return True
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crm_helpdesk ( )
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# vim:expandtab:smartindent:tabstop=4:softtabstop=4:shiftwidth=4:
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